Crises don’t respect the nine-to-five! They happen at the most inconvenient times. But it doesn’t mean you can’t be prepared.
Having a comprehensive crisis communications plan, where potential risks and their impacts are identified in advance, initial scenario statements prepared and roles and responsibilities in the team are allocated and understood, means an organisation has a much better chance of emerging with its reputation intact.
- Understanding what to say, to whom, how and when is critical.
- Tone and content is vital
- Empathy for those affected should be a given
- Understanding the role of the media in crisis reporting is essential
- Being seen as a trusted source of timely and accurate information is fundamental